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研究生:蔡欣樺
研究生(外文):TASI, SHIN-HUA
論文名稱:工作負荷評估與人力資源管理實務應用 -以台南維悅酒店為研究對象
論文名稱(外文):Workload Assessment and HRM Practices Application in a Small Hotel - A Case Study of Tainan Wei-Yat Grand Hotel
指導教授:陳正哲陳正哲引用關係陳天惠陳天惠引用關係
指導教授(外文):CHEN, CHENG-CHECHEN, TIEN‐HUI
口試委員:陳水湶
口試委員(外文):CHEN, SHUI-CHUAN
口試日期:2020-05-22
學位類別:碩士
校院名稱:遠東科技大學
系所名稱:行銷與流通管理系碩士班
學門:商業及管理學門
學類:行銷與流通學類
論文種類:學術論文
論文出版年:2020
畢業學年度:108
語文別:中文
論文頁數:46
中文關鍵詞:線性規劃工作負荷人力資源管理飯店產業NASA-TLX
外文關鍵詞:Linear programWorkloadNASA-TLXHuman resource managementRestaurant Industry
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在日常生活中,經常聽到同仁們說:「我的工作負荷很大、我的壓力很大等」。但是在一個團體中,究竟哪些人的相對工作負荷較重?哪些人的相對工作負荷較輕呢?因為瞭解員工的相對工作負荷之後,可以針對員工之工作,進行重分配以平衡其工作負荷水準,提高工作效率。
值此觀光產業景氣最低迷的時刻,員工工作效率較佳的企業往往能協助業主度過此寒冬。故本研究首先探討個案公司員工工作負荷,再結合人力資源管理實務於個案公司之管理,期能有效提升企業效率。
本研究應用線性規劃模式於相對工作負荷之評估,對飯店員工評估其相對工作負荷水準。其中,工作負荷評估所使用的效標,是引用文獻中廣泛採用的多構面的工作負荷評估效標NASA-TLX。透過分析每位員工的工作負荷水準,進一步瞭解每位員工所處的工作狀況,並採行適切之人力資源管理實務。研究發現,(1)42位員工之中,有七位員工具有相對較重的工作負荷水準,因為他們的工作負荷分數等於1。(2)七位工作負荷重的員工之中,有五位給予體力需求效標較重的權重。亦即這些員工在他們的工作崗位上,體力負荷是相對較重的。(3)在42位受測員工中,績效分數低於80的員工有29位,顯示個案公司員工之工作負荷狀況是可令人接受的,但員工的績效水準是有待提升的,建議個案公司應定期對員工們施予必須的教育訓練課程,以改善員工們的工作績效。本研究成果可協助決策者作為實施人力資源管理措施之參考。

Employees typically claim that their workloads are heavy. However, which one is relatively heavy workload and most firmly believe that there are no fair and equitable measures to evaluate how heavy a workload they are carrying. Because of leveling workload is an important issue for the manager, the decision maker should understand the relatively workload of employees, especially in the recession period in economics.
This study applies the linear programming (LP) method to the discrimination of relative workload among employees and the NASA-TLX subscales are utilized. The merits of LP methodology are that the weights of the subscales are not assigned in advance and that it assigns all employees the most favorable weights in calculating their overall workload scores. All employees should accept the results of the assessment since they cannot find any other set of weights that gives them higher workload scores under the envelopment constraints. Therefore, employees cannot refute the objectivity of the this assessment, even though their weighted overall workload score may indicate that, contrary to their subjective impression, they do not have a heavy workload. Moreover, for a multidimensional workload assessing approach, this study identifies the outstanding subscale for each heavy workload employee based on the characteristic of dual problem to improve his/her workload level.
Based on the case study, three findings are obtained. First, there are seven employees classified as heavy workload among these forty two samples. Second, the major cause that results in heavy workload for these seven employees is the subscale of physical demand, and thus the manager should focuses on this one to improve the workloads of employees. Finally, there are twenty nine employees that their performances are lower compared to the objectives of the decision maker, even though that the overall workload levels are acceptable for managers.
Human resources are one of a firm’s most important assets. The ability to attract and retain talent is rapidly becoming one of the core competences of high performance organizations. Because heavy workload can influence an employee turnover and/or affect an employee’s physical or mental health, performance, or productivity, this study suggests analyzing the scatter diagram of workload score and performance to understand the working situation of each employee. Then the decision maker can apply appropriate HRM practices in retaining high performers and strengthening the capability of employees. Therefore, the proposed approach can be utilized to aid the manager in the decision making about the human resource management (HRM) practices.

致謝 I
摘要 III
ABSTRACT V
表目錄 IX
圖目錄 X
第壹章 緒論 1
第一節 研究動機 1
第二節 研究目的 3
第三節 研究架構 4
第貳章 文獻探討 5
第一節 工作負荷的定義 5
第二節 資料包絡分析法 6
第三節 資料包絡分析法基本模式 7
第四節 工作負荷評估效標 15
第五節 傳統計算工作負荷評估屬性權數方法之缺點 17
第叁章 研究方法 19
第一節 工作負荷評估模式 19
第二節 工作負荷評估問卷 20
第三節 多構面之工作負荷改善 20
第肆章 實證研究 23
第一節 個案簡介 23
第二節 資料分析 25
第三節 工作負荷改善 28
第伍章 人力資源管理實務應用 30
第一節 人力資源管理的功能 30
第二節 工作負荷水準與績效水準的組合 31
第三節 人力資源管理實務的實證探討 32
第陸章 結論與建議 36
參考文獻 38
附錄 44


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